Job Summary
If you are ready to take on an exciting challenge and you have the relevant skills and knowledge to excel in this role, then we would be delighted to receive your application.
You will find it is all here for you at Manchester University NHS Foundation Trust (MFT). This is a truly valuable opportunity to join the MFT family where the patient is truly at the heart of everything single thing we do. So join us and witness your vision and efforts making a real positive impact to the health and life chances for the hundreds of communities across Greater Manchester and beyond.
If you'd like to discuss this role further then please do not hesitate to get in touch with Eleanor Waller, PALS Team Leader on 0161 291 2031 who will be able to answer any questions you may have.
Main duties of the job
The role
The Patient Advice Liaison Service (PALS) is at the heart of our ambitions to deliver a forward-thinking healthcare service in which everyone matters. This is where we deal with concerns about care and treatment that are raised by patients and their families; seeking an immediate resolution in partnership with Hospitals/MCS/MLCO and complainants. Working on the telephone, by email and face to face, you will be dealing with highly sensitive, emotive and complex issues. Under the guidance of a PALS Facilitator, you will manage a less complex case load to develop and build on your existing customer service skills.
The post holder will be based at the Wythenshawe Hospital, Entrance 5, but will be expected to cross site cover at Manchester Royal Infirmary, Trafford General Hospital, and North Manchester General Hospital as dictated by the needs of the service.
The role will involve a combination of operational and administrative duties with the aim of providing an identifiable, accessible and responsible service to our patients and their representatives. The post holder will manage a less complex caseload and will be actively involved in investigating what went wrong and establishing a satisfactory resolution. This will involve liaising and working with both staff and patients, whilst recognising the diverse needs of all clients. This will require a high degree of organisational skills and an excellent working knowledge of administrative systems.
About Us
Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe - a great place to shape your career.With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year.Behind every patient cared for are people like you - keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.At MFT, we believe in the power of teamwork, respect, and inclusion. Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best to ensure that your work behind the scenes creates seamless, high-quality care and exceptional patient outcomes.Whether you're just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.At MFT, your role matters, your impact is real, and you're part of something bigger from day one.
Details
Date posted
17 February 2026
Pay scheme
Agenda for change
Band
Band 4
Salary
£27,485 to £30,162 a year per annum (pro rata)
Contract
Permanent
Working pattern
Full-time
Reference number
349-COR-7814647C-RL4
Job locations
Wythenshawe Hospital
Southmoor Road, Wythenshawe
Manchester
M23 9LT
Job Description
Job responsibilities
Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe a great place to shape your career.With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year.Behind every patient cared for are people like you - keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.At MFT, we believe in the power of teamwork, respect, and inclusion. Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best to ensure that your work behind the scenes creates seamless, high-quality care and exceptional patient outcomes.Whether you're just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.At MFT, your role matters, your impact is real, and youre part of something bigger from day one.
Job Description
Job responsibilities
Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe a great place to shape your career.With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year.Behind every patient cared for are people like you - keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.At MFT, we believe in the power of teamwork, respect, and inclusion. Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best to ensure that your work behind the scenes creates seamless, high-quality care and exceptional patient outcomes.Whether you're just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.At MFT, your role matters, your impact is real, and youre part of something bigger from day one.
Person Specification
Essential
Qualifications
- GCSE Maths and English grade C (or equivalent)
- Completed Customer Care Training or ability to demonstrate equivalent experience
Desirable
- Diploma or Degree Level Education
- Minimum of two years administration / patient facing role.
Essential
Knowledge and Skills
- Able to demonstrate advanced use of software programmes such as Outlook/Excel/PowerPoint/Word
- Good organisational and time management skills, able to work independently and part of a team
- Knowledge of the organisational structure of the organisation and PALS department.
- Able to maintain accurate written and database records and communicate clearly at all levels.
Desirable
- Knowledge of the NHS complaints procedure, National Health Service Complaints (England) Regulations (2009) and the Trust's complaints policy
- Excellent customer care skills
Essential
Experience
- Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues and within an organisation under public and political scrutiny
- Understanding of Equality and Diversity and equal opportunities legislation
Desirable
- Previous experience of working with NHS or healthcare environment
- Experience of working with a diverse population
Person Specification
Essential
- Experience of working in a challenging environment, dealing with a wide range of sensitive and contentious issues and within an organisation under public and political scrutiny
- Understanding of Equality and Diversity and equal opportunities legislation
Desirable
- Previous experience of working with NHS or healthcare environment
- Experience of working with a diverse population
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Manchester University NHS Foundation Trust
Address
Wythenshawe Hospital
Southmoor Road, Wythenshawe
Manchester
M23 9LT
Employer's website
https://mft.nhs.uk/careers/ (Opens in a new tab)
Employer details
Employer name
Manchester University NHS Foundation Trust
Address
Wythenshawe Hospital
Southmoor Road, Wythenshawe
Manchester
M23 9LT
Employer's website
https://mft.nhs.uk/careers/ (Opens in a new tab)
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